First Utility Broadband and Telephony Service Price List. Effective from 10 December 2016

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1 First Utility Broadband and Telephony Service Price List Effective from 10 December 2016

2 Contents Page Number Contents 3 Broadband & Telephony Product Charges 4 One-off Charges 5 Optional Feature Charges 6 Termination Charges 7 Call charging rules 8 Call Package Charges 9 Key UK Call Charges International Call Charges 18 Satellite Call Charges NGN Call Charges 21 Personal Numbering Call Charges 22 Premium Rate Fixed Fee Call Charges 23 Operator Connect & Reverse Charge Call Charges 24 Other Call Charges 25 Packages no longer on sale

3 First Utility Broadband and Telephony Product Charges Product Speed Download Limit First broadband Super First broadband Ultra First Broadband 17Mb broadband Connection Charge Monthly Rental Non Energy Price Minimum Period Up to 17Mbps Unlimited months Yes Up to 38Mbps Unlimited months Yes Up to 76Mbps Unlimited months Yes Up to 17Mb Unlimited (12m) then months No Available to new customers Notes: 1. This Price List is subject to our Terms and Conditions which can be found at The definitions set out at Annex 1 of our Terms and Conditions shall apply to this Price List. 2. All prices set out in the Price List are inclusive of VAT. 3. The above Products and charges include both the Line Rental Service and the Broadband Service only. Any Charges for additional calls or Optional Features will be charged separately and in addition to the Charges set out above. 4. Customers must take the Line Rental Service to receive the Broadband Service. 5. Customers who do not subscribe to a First Utility energy tariff will be required to pay the Non Energy Price indicated above. 6. Customers will receive a wireless Router as part of the Broadband Service. 7. The above prices are based on paperless billing and payment being made by direct debit. Customers who require paper billing will be charged an additional 1 per month. Customers not paying by direct debit will be charged an additional 1 per month Mb broadband Product is no longer available to new customers. Customers are charged for the first 12 months and per month thereafter. Non-Energy customers pay per month 9. First Utility employees benefitting from special offers available from time to time should see the Intranet for details 3

4 Charge Description One off Charges Price New Line Installation 60 Homemover Fee where new premises has a compatible line* 0 Homemover Fee where new premises has no compatible line* 60 Change of Telephone Number** 35 Faults - Engineer call out charge (including 1 st hour)*** 130 Faults - Engineer call out charge (additional hour) 70 Shift of an internal line 100 Provision of an extension socket 100 Missed engineer appointment**** 100 Broadband wireless Router not returned or returned damaged ***** 35 Additional / Replacement Micro-filter 2.50 Missed or late payment 7.50 Debt recovery admin charge 15 Static IP Address 15 Notes: * A new Minimum Period applies from the date your Service goes live at your new home. This is usually 12 or 18 months. ** Where y ou ask us to change you number due to nuisance calls, there will be no charge for the first time you use this service. *** Engineer call out charge may be applicable where, for example, the fault is beyond the network termination equipment (i.e. there is a fault at the Premises and not a fault with the Service provision to the master socket at the Premises); is caused by the customer s act or omission; is caused by the customer s own equipment; where no fault is found; or, by any other reason outside of First Utility s control. **** Missed appointment charges may be applicable where the customer is not present at the agreed appointment time and/or the engineer cannot access the property (even if the customer is present). ***** As set out on page 3, this Price List is subject to our Terms and Conditions. In accordance with Condition 3.15 and 3.19, if you we send you a (a) replacement router or (b) cancel your Contract, we may request that you return the Router to us using the pre-paid returns envelope which we will provide you with. We will accept proof of postage as proof that you have sent us the Router. If we do not receive the Router back within 30 days from the date that we (a) are notified of the fault or (b) cease to provide you with the Service, we may charge you for the cost of Router. 4

5 Pay monthly Optional Feature Charges Pay per use Optional Feature Charges Optional Feature Charges Charge Description Monthly Charge Voic (1571) 1.75 Voic Plus 3.50 Caller Display 1.75 Number Retrieval (1471) 0 Call Waiting 3.50 Call Divert 1.75 Incoming Call Alert 1.75 Choose to Refuse 3.75 Anonymous Caller Reject 4.50 Customer Controlled Call Barring (Outbound) 2.50 Prompt Care 1.50 Total Care 4.00 Charge Description Call return Reminder call Auto redial Threeway call Charge per use 20p 40p 40p 60p 5

6 Termination Charges First broadband, Super First broadband and Ultra First broadband are all subject to a Minimum Period which will normally be 12 or 18 months from Commencement Date. If you cancel your service within the Minimum Period (and outside your Cooling Off Period), an Early Termination Charge may apply as set out below (please see our terms and conditions for further information). The Early Termination Charge will be calculated by multiplying the total number of months remaining by the monthly termination charge for the applicable Product. Additionally, regardless of whether you are inside or outside your Minimum Period, if you terminate or cancel you contract at any time (other than during the Cooling Off Period) and we are not at fault, you will be charged a Cease Charge. Charge Description First broadband Early Termination Charge 6.50 Super First broadband Early Termination Charge Ultra First broadband Early Termination Charge Charge Description Cease Charge* 15 Example If you are a First broadband customer on an 18 month Minimum Period that commences on 1 November 2016 and the service is terminated on 15 November 2017, you would be required to pay This is calculated as follows: 1) Early Termination Charge applicable 16 November 31 November 2017 = ( 6.50/31) x 16 days = ) Early Termination Charge applicable 1 December 30 April 2018 = 6.50 x 5 months = Early Termination Charge = = Plus Cease Charge = 15 Total Charges payable = Other Charges that may apply Monthly Early Termination Charge Broadband wireless Router not returned or returned damaged** 35 * As set out on page 3, this Price List is subject to our Terms and Conditions. For further details, please see Condition 5.11 of the Terms and Conditions. ** In accordance with Condition 3.19 of the Terms and Conditions, if you cancel your Contract we may request that you return the Router to us using the pre-paid returns envelope which we will provide you with. We will accept proof of postage as proof that you have sent us the faulty Router. If we do not receive the Router back within 30 days from the date that we cease to provide you with the Service, we may charge you for the cost of Router. 6

7 Call Charge Rules Charging Periods Daytime Evening Weekend Description Monday Friday 7am 7pm (GMT or BST) Monday Friday 7pm 7am (GMT or BST) Midnight Friday Midnight Sunday (GMT or BST) Call Charges There is a connection fee of 16p per call for the following call types (except where the call started in a charge period that is included in your call package): National and Local calls to numbers beginning 01, 02 & 03 numbers Calls to UK Mobiles Calls to Personal Numbering Services, Paging Services & Wi-fi services Calls to International Landlines & International Mobiles Calls to numbers beginning 05 Note: No connection Charge will apply to 0800 & 0500 calls or those calls with a fixed fee element. Call Duration Rounding The following call types will be rounded up to the next whole minute for billing: National and Local calls to numbers beginning 01, 02 & 03 numbers Calls to UK Mobiles Calls to Personal Numbering Services, Paging Services & Wi-fi services Calls to International Landlines & International Mobiles (excluding Satellite calls) Calls to numbers beginning 05 Multimedia Services All other calls will be rounded up to the next whole second unless indicated otherwise in the Price List Call charge rounding for billing All calls will be rounded up to the next whole penny before VAT is added. The total bill for all Charges will then be rounded up to the nearest penny after VAT has been added. 7

8 Call Packages Call package Monthly Charge Details Basic 0 No inclusive calls. All calls charged as per Price List on a Pay as you go ( PAYG ) basis. Evening & Weekend 3 Inclusive evening and weekend calls to UK landlines with area codes starting with 01, 02 or 03 numbers. Anytime 7 Inclusive Anytime calls to UK landlines with area codes starting with 01, 02 or 03 numbers. International Call Package (only available with Evening and Weekend or Anytime call package) Inclusive Anytime minutes to landlines in 40 International destinations and 75% discount to call to mobiles in those 40 destinations. The destinations included in this offer are those listed in Band A on page 10 of this Price List. 50% discount on all other international landline and mobile calls. Notes: Any calls included in a call package (other than International Call Package) are inclusive for 60 minutes customers should hang-up before 60 minutes and re-dial to avoid additional charges. Where a call exceeds 60 minutes, the standard rate for that number will be charged for the remainder of the call. Call that cross charge boundaries are charged at the price applicable to the period in which the call took place (for example a call that crosses from a chargeable period to an inclusive period will only be charged for the duration of the call made in the chargeable period). A call connection fee will be chargeable for calls to inclusive numbers where the call starts in a chargeable period but crosses into an inclusive period. When subscribing to the International Call Package, calls in excess of 600 minutes to landlines in Zone A will be charged at 6.5ppm 8

9 Key UK Call Charges Call type Charging period Basic (PAYG) Evening & Weekend Anytime National and Local Calls 01, 02 & 03 Numbers Daytime 10ppm 10ppm Included Evening 10ppm Included Included Weekend 10ppm Included Included 0845 & 0870 Daytime 12p per minute + Service Charge Calls to standard UK Mobile* Calls to other UK Mobile* Call to Service Numbers 090, 118, 084 & 087 Evening 12p per minute + Service Charge Weekend 12p per minute + Service Charge 12p per minute + Service Charge 12p per minute + Service Charge 12p per minute + Service Charge 12p per minute + Service Charge 12p per minute + Service Charge 12p per minute + Service Charge At all times 11.5ppm 11.5ppm 11.5ppm At all Times 20ppm 20ppm 20ppm At all times 12p per minute + Service Charge 12p per minute + Service Charge 12p per minute + Service Charge * Standard UK Mobile charges apply to all mobile calls other than those in the following charge bands: FM09, FM10, FM11, FM13, FM14, FM15, FM16, FM17 9

10 International Call Charges Our International Call Charges are banded into 6 charge bands. The applicable Charges for each band are set out below, whilst details of individual country charges can be found on the subsequent pages. All international calls are subject to a 16p connection fee other than calls to the 40 international landline destinations that are included in the International Save caller package. Those 40 international landline destinations are Band A destinations which are listed below the table. Standard International Saver Charge Band Call set-up Landline Mobile Landline Mobile A 16p per call B 16p per call C 16p per call D 16p per call E 16p per call F 16p per call Band A Destinations: Australia, Austria, Azores, Bahamas, Belgium, Canada, Canary Islands, Croatia, China, Cyprus (South), Czech Republic, Denmark, Eire, Estonia, Finland, France, Germany, Gibraltar, Greece, Hong Kong, Hungary, Iceland, Israel, Italy, Japan, Luxembourg, Madeira, Malaysia, Netherlands, New Zealand, Norway, Poland, Portugal, San Marino, Singapore, Slovenia, Spain, Sweden, Switzerland, USA 10

11 International Call Charges Country Charge Band Standard Charges (PPM) International Saver (PPM) Landlines Mobiles Landline Mobile Afghanistan F Albania C Algeria C American Samoa F Andorra C Angola E Anguilla D Antarctica F Antigua & Barbuda B Antilles D Argentina E Armenia E Aruba D Ascension Island D Australia A Austria A Azerbajan C Azores A Bahamas A Bahrain E Bangladesh B Barbados B Belarus C Belgium A Belize E Benin E Bermuda B Bhutan D Bolivia E Bosnia-Herzegovina C Botswana E Brazil B Brunei D Bulgaria C Burkina Faso E

12 International Call Charges Country Charge Band Standard Charges (PPM) International Saver (PPM) Landlines Mobiles Landline Mobile Burundi E Cambodia E Cameroon E Canada A Canary Islands A Cape Verde E Cayman Islands E Central African Republic E Chad E Chatham Islands B Chile E China A Christmas Island B Cocos Islands B Columbia E Comoros F Congo F Cook Islands F Costa Rica E Croatia A Cuba F Cyprus (North) B Cyprus (South) A Czech Republic A Cote D'Ivoire F Democratic Republic of Congo F Denmark A Diego Garcia F Dijbouti E Dominica D Dominican Republic D East Timor F Ecuador E Egypt E Eire A

13 International Call Charges Country Charge Band Standard Charges (PPM) International Saver (PPM) Landlines Mobiles Landline Mobile El Salvador F Equitorial Guiniea F Eritrea F Estonia A Ethiopia F Falkland Islands E Faroe Islands C Fiji E Finland A France A French Guiana F French Polynesia F Gabon E Gambia E Georgia D Germany A Ghana E Gibralta A Greece A Greenland E Grenada B Guadeloupe E Guam E Guantanamo Bay E Guatemala E Guinea E Guinea-Bissau F Guyana F Haiti F Honduras E Hong Kong A Hungary A Iceland A India B Indonesia D

14 International Call Charges Country Charge Band Standard Charges (PPM) International Saver (PPM) Landlines Mobiles Landline Mobile Iran F Iraq F Israel A Italy A Jamaica B Japan A Jordan F Kazakhstan D Kenya E Kiribati F Korea (North) F Kuwait E Kyrgyzstan D Laos F Latvia D Lebanon F Lesotho E Liberia E Libya D Liechenstein B Lithuania C Luxembourg A Macao D Macedonia C Madagascar E Madeira A Malawi E Malaysia A Maldives E Mali E Malta B Mariana E Marshal Islands F Martinique E Mauritania F

15 International Call Charges Country Charge Band Standard Charges (PPM) International Saver (PPM) Landlines Mobiles Landline Mobile Mauritius F Mayotte F Mexico D Micronesia F Moldova D Monaco C Mongolia F Montenegro C Montserrat E Morocco C Mozambique E Myanmar F Namibia E Naura F Nepal D Netherlands A New Caledonia F New Zealand A Nicaragua F Niger E Nigeria D Niue F Norfolk Island F Northern Mariana F Norway A Oman E Pakistan B Palau F Palestine C Panama E Papua New Guinea F Paraguay E Peru E Philiphines E Poland A

16 International Call Charges Country Charge Band Standard Charges (PPM) International Saver (PPM) Landlines Mobiles Landline Mobile Portugal A Puerto Rico C Qatar E Reunion E Rodriguez Island F Romania D Russia C Rwanda E San Marino A Sao Tome & Principe F Saudi Arabia D Senegal F Serbia C Seychelles F Sierra Leone E Singapore A Slovak Republic B Slovenia A Solomon Islands F Somalia F South Africa B South Korea D South Sudan F Spain A Sri Lanka E St Helena F St Kitts & Nevis D St Lucia B St Pierre & Miquelon D St Vincent & Grenadines D Sudan (Sud) E Suriname F Swaziland E Sweden A Switzerland A

17 International Call Charges Country Charge Band Standard Charges (PPM) International Saver (PPM) Landlines Mobiles Landline Mobile Syria F Taiwan D Tajikstan E Tanzania E Thailand D Togo F Tokelau C Tonga F Trinidad & Tobago B Tunisia C Turkey B Turkmenistan E Turks & Caicos E Tuvalu F USA A US Virgin Islands D Uganda E Ukraine C United Arab Emirates D Uruguay E Uzbekistan D Vanatu F Vatican City B Venezuela E Vietnam F Virgin Islands (UK) D Wallis & Futuna F Western Samoa F Yemen F Zambia E Zimbabwe E

18 Satellite Call Charges Time Band Standard Charge (PPM) EMS Satellite Systems All times of day 770 Inmarsat A Indian Ocean All times of day 740 Inmarsat A Pacific Ocean All times of day 340 Inmarsat B Pacific Ocean All times of day 2300 Inmarsat M Atlantic East All times of day 1460 Inmarsat M Pacific Ocean All times of day 330 Inmarsat Mini Atlantic East All times of day 580 Inmarsat Mini Pacific Ocean All times of day 580 Inmarsat Skyphone Pacific Ocean All times of day 770 Inmarsat A All East Data All times of day 580 Inmarsat A All West Data All times of day 220 Inmarsat A Atlantic East All times of day 580 Inmarsat A Atlantic West All times of day 220 Inmarsat B Atlantic East All times of day 2200 Inmarsat B Atlantic West All times of day 250 Inmarsat B Indian Ocean All times of day 320 Inmarsat B SNAC All times of day 770 Inmarsat M Atlantic East HSD All times of day 1500 Inmarsat M Atlantic West All times of day 580 Inmarsat M Atlantic West HSD All times of day 580 Inmarsat M Indian Ocean All times of day 770 Inmarsat Mini Atlantic West All times of day 350 Inmarsat Mini Indian Ocean All times of day 860 Inmarsat Mini SNAC All times of day 770 Inmarsat Skyphone Atlantic East All times of day 770 Inmarsat Skyphone Atlantic West All times of day 770 Inmarsat Skyphone Indian Ocean All times of day 770 Thuraya All times of day 980 Note: 16p per call connection charge applies to all calls 18

19 Calls to Non Geographic Numbers beginning 084, 087, 09, 118 (excluding calls beginning 07 & 08) Since 1 st July 2015, calls made to numbers beginning 084, 087, 09 & 118 have been charged in two components: an Access Charge; and a Service Charge. The Access Charge is set by First Utility and the Service Charge is set by the organisation that you are calling. The First Utility Access Charge is 12 pence per minute and this rate applies at all times of day (except where the call is included in a call package). The tables on the following pages show the Service Charge price points, these are set by the organisation you are calling. To work out the cost of calling a particular number, please refer to the organisation that you are calling for details. Service Charge for calls charged on a pence per minute basis Service Charge Band Service Charge Set-up (one-off charge) Pence per minute Charge SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC Service Charge Band Service Charge Set-up (one-off charge) Pence per minute Charge SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC

20 Calls to Non Geographic Numbers beginning 084, 087, 09, 118 (excluding calls beginning 07 & 08) Service Charge for calls charged at a fixed fee for the duration of the call Service Charge Band Service Charge Set-up (one-off charge) Pence per minute Charge SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC Service Charge for calls charged at a fixed fee & pence per minute (where the fixed fee & pence per minute apply from start of call) Service Charge Band Service Charge Set-up (one-off charge) Pence per minute Charge SC SC SC SC SC SC SC Service charge for calls charged at fixed fee and pence per minute (where the fixed fee is the charge for the first 60 seconds or part thereof and the pence per minute charge applies following the first 60 second Service Charge Band Service Charge Set-up (one-off charge) Pence per minute Charge SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC

21 Personal Numbering Call Charges Personal Numbering Range Day (PPM) Evening (PPM) Weekend (PPM) Personal Numbering (c) Personal Numbering (d) Personal Numbering (e) Personal Numbering Personal Numbering (h) Personal Numbering (j) Personal Numbering (k) Personal Numbering (pn01) Personal Numbering (pn02) Personal Numbering (pn03) Personal Numbering (pn04) Personal Numbering (pn05) Personal Numbering (pn06) Personal Numbering (pn07) Personal Numbering (pn08) Personal Numbering (pn09) Personal Numbering (pn10) Personal Numbering (pn11) Personal Numbering (pn12) Personal Numbering (pn13) Personal Numbering (pn14) Personal Numbering (pn15) Personal Numbering (pn16) Personal Numbering (pn17) Personal Numbering (pn18) Personal Numbering (pn19) Personal Numbering (pn20) Personal Numbering (pn21) Personal Numbering (pn22) Note: 16p per call connection charge applies to all calls 21

22 Premium Rate Fixed Fee Call Charges Personal Numbering Range Time Band Charge (PPC) Premium Rate (ff00) All Times of Day Premium Rate (ff01) All Times of Day Premium Rate (ff02) All Times of Day Premium Rate (ff03) All times of Day Premium Rate (ff06) All Times of Day Premium Rate (ff08) All Times of Day Premium Rate (ff09) All Times of Day Premium Rate (ff10) All Times of Day Premium Rate (ff11) All Times of Day Premium Rate (ff12) All Times of Day Premium Rate (ff13) All Times of Day Premium Rate (ff14) All Times of Day Premium Rate (ff15) All Times of Day 9.97 Premium Rate (ff16) All Times of Day Premium Rate (ff17) All Times of Day Premium Rate (ff18) All Times of Day Premium Rate (ff19) All Times of Day Premium Rate (ff20) All Times of Day Premium Rate (ff21) All Times of Day Premium Rate (ff24) All Times of Day Premium Rate (ff25) All Times of Day Premium Rate (ff26) All Times of Day Premium Rate (ff27) All Times of Day Premium Rate (ff28) All Times of Day Premium Rate (ff29) All Times of Day 8.27 Premium Rate (ff30) All Times of Day Premium Rate (ff32) All Times of Day Premium Rate (ff33) All Times of Day Premium Rate (ff34) All Times of Day Premium Rate (ff35) All Times of Day Premium Rate (ff36) All Times of Day Premium Rate (ff37) All Times of Day Premium Rate (ff38) All Times of Day Premium Rate (ff39) All Times of Day Premium Rate (ff40) All Times of Day Premium Rate (ff41) All Times of Day Premium Rate (ff42) All Times of Day Premium Rate (ff43) All Times of Day Premium Rate (ff44) All Times of Day

23 Operator Connect & Reverse Charge Call Charges Operator Connect Calls Time Band Call Set-up (PPC) Charge (PPM)) Local & National All Times of Day UK Mobile All Times of Day International All Times of Day Other All times of Day Note: The Operator will not onward connect to Premium Numbers Reverse Charge Call call origination Time Band Call Set-up (PPC) Charge (PPM)) Local & National All Times of Day UK Mobile All Times of Day International All Times of Day

24 Other Call Charges Number Range Day (PPM) Evening (PPM) Weekend (PPM) Calls to WiFi Services (fw01) Calls to WiFi Services (fw02) Calls to WiFi Services (fw03) Calls to WiFi Services (fw04) Calls to WiFi Services (fw05) Calls to WiFi Services (fw06) Calls to WiFi Services (fw07) Calls to WiFi Services (fw08) Calls to WiFi Services (fw09) Calls to WiFi Services (fw10) Calls to WiFi Services (fw12) Home Phone Sms (btsms) Voice Text Service ( ) Voice Text Service ( ) Note: 16p per call connection charge applies to all calls 24

25 Packages No Longer on Sale Product Speed Download Limit First broadband (Black Friday) Super First broadband (Black Friday) Ultra First Broadband (Black Friday) Up to 17Mbps Up to 38Mbps Up to 76Mbps Connection Charge Monthly Rental Non Energy Price Minimum Period Available to new customers Last sell date Unlimited months No 9 th December 2016 Unlimited months No 9 th December 2016 Unlimited months No 9 th December

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